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Process for dynamic routing of customer contacts to service providers in real time

Info

Publication number
WO2006069039A3
WO2006069039A3 PCT/US2005/046066 US2005046066W WO2006069039A3 WO 2006069039 A3 WO2006069039 A3 WO 2006069039A3 US 2005046066 W US2005046066 W US 2005046066W WO 2006069039 A3 WO2006069039 A3 WO 2006069039A3
Authority
WO
Grant status
Application
Patent type
Prior art keywords
contact
service
provider
providers
ranked
Prior art date
Application number
PCT/US2005/046066
Other languages
French (fr)
Other versions
WO2006069039A2 (en )
Inventor
Jonathan A Gonen
Shlomo Gonen
Danny Rosen
Original Assignee
Jonathan A Gonen
Shlomo Gonen
Metro Entpr Inc
Danny Rosen
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date

Links

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • GPHYSICS
    • G06COMPUTING; CALCULATING; COUNTING
    • G06QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00Commerce, e.g. shopping or e-commerce
    • G06Q30/02Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/10Metering calls from calling party, i.e. A-party charged for the communication
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/80Rating or billing plans; Tariff determination aspects
    • H04M15/8044Least cost routing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M15/00Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/80Rating or billing plans; Tariff determination aspects
    • H04M15/8044Least cost routing
    • H04M15/805Bidding
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/40Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/405Competitive bidding for work items
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2215/00Metering arrangements; Time controlling arrangements; Time indicating arrangements
    • H04M2215/42Least cost routing, i.e. provision for selecting the lowest cost tariff
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2215/00Metering arrangements; Time controlling arrangements; Time indicating arrangements
    • H04M2215/74Rating aspects, e.g. rating parameters or tariff determination apects
    • H04M2215/745Least cost routing, e.g. Automatic or manual, call by call or by preselection
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2215/00Metering arrangements; Time controlling arrangements; Time indicating arrangements
    • H04M2215/74Rating aspects, e.g. rating parameters or tariff determination apects
    • H04M2215/745Least cost routing, e.g. Automatic or manual, call by call or by preselection
    • H04M2215/7457Biding

Abstract

A dynamic contact routing system includes establishing a plurality of service provider accounts. The service providers submit bids for a per-contact charge. A contact list is created wherein the service providers are ranked from the highest bidder to the lowest bidder. A contact received from a potential customer is routed to the highest ranked bidder service provider on the contact list. If the contact is not responded to or rejected, the contact is rerouted to the next highest ranked service provider on the contact list. The service provider's account who has received the contact is charged the pre-contact amount by that service provider.
PCT/US2005/046066 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time WO2006069039A3 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
US11020375 US7076037B1 (en) 2004-12-22 2004-12-22 Process for dynamic call routing in real time
US11/020,375 2004-12-22
US11/162,592 2005-09-15
US11162592 US7953416B2 (en) 2004-12-22 2005-09-15 Process for dynamic routing of customer contacts to service providers in real time

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
JP2007548381A JP4774058B2 (en) 2004-12-22 2005-12-19 Method for dynamically route communications from the customer to the service provider in real time
EP20050854728 EP1847133A4 (en) 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time
CA 2589868 CA2589868A1 (en) 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time

Publications (2)

Publication Number Publication Date
WO2006069039A2 true WO2006069039A2 (en) 2006-06-29
WO2006069039A3 true true WO2006069039A3 (en) 2006-12-21

Family

ID=36602255

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2005/046066 WO2006069039A3 (en) 2004-12-22 2005-12-19 Process for dynamic routing of customer contacts to service providers in real time

Country Status (4)

Country Link
KR (1) KR20070087192A (en)
CA (1) CA2589868A1 (en)
EP (1) EP1847133A4 (en)
WO (1) WO2006069039A3 (en)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8200231B2 (en) * 2004-12-22 2012-06-12 Metro Enterprises, Inc. Process for dynamic routing of customer contacts to service providers in real time
US8218741B2 (en) * 2007-11-26 2012-07-10 Google Inc. Telephone number-based advertising

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010047354A1 (en) * 1999-05-28 2001-11-29 Goto.Com. System and method for influencing a position on a search result list generated by a computer network search engine
US20030190029A1 (en) * 2002-04-03 2003-10-09 Infospace, Inc. Method and system for generating a reward from a selected telephone carrier
US6704403B2 (en) * 2001-09-05 2004-03-09 Ingenio, Inc. Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5790642A (en) * 1995-04-28 1998-08-04 Dialogic Corporation Competitively bidding service centers
US6404875B2 (en) * 1999-05-24 2002-06-11 Bellsouth Intellectual Property Corporation System and method for consumer-initiated business solicitation calling system
US6968367B1 (en) * 2000-10-23 2005-11-22 Itxc Ip Holdings, S.A.R.L. Method and apparatus for a distributed call servicing community
DE10241852B4 (en) * 2002-09-09 2013-05-08 Deutsche Telekom Ag Method and system for switching a telecommunication call
US7773740B2 (en) * 2003-07-09 2010-08-10 Aspect Software, Inc. Agent registration and bidding system
US20050071241A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Contact center resource allocation based on work bidding/auction
US20050125487A1 (en) * 2003-11-26 2005-06-09 O'connor Neil Method and system for distributing contacts within a network

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010047354A1 (en) * 1999-05-28 2001-11-29 Goto.Com. System and method for influencing a position on a search result list generated by a computer network search engine
US6704403B2 (en) * 2001-09-05 2004-03-09 Ingenio, Inc. Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail
US20030190029A1 (en) * 2002-04-03 2003-10-09 Infospace, Inc. Method and system for generating a reward from a selected telephone carrier

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of EP1847133A2 *

Also Published As

Publication number Publication date Type
KR20070087192A (en) 2007-08-27 application
WO2006069039A2 (en) 2006-06-29 application
EP1847133A4 (en) 2009-08-05 application
EP1847133A2 (en) 2007-10-24 application
CA2589868A1 (en) 2006-06-29 application

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